ProQuest | Ex Libris Support Portal - Support - CCCLibraries at Community College League of California-CCLC

ProQuest | ExLibris Support Portal

A new ProQuest | Ex Libris Support Center

On November 8, 2021, the ProQuest and Ex Libris Support Centers united to form a single and upgraded customer portal to address products and service needs.

For more information on the new ProQuest | Support Portal, please visit the ExLibris Knowledge Center to read an FAQ, review presentation slides, and watch recordings demonstrating the new support portal features.
- Click here to view the ExLibris webinar presentation to the CCC demonstrating the new support center. Recorded on November 3, 2021

New Support Portal - Submit a case
Submit, track, and update support cases for ExLibris and ProQuest services
New Support Portal: Help with login issues
If you need additional help logging in to the new support portal , please visit this webpage and fill out a dedicated form for access and log-in issues.
Using the support portal to submit a case - Overview - 1 page PDF
This is a 1-page PDF on using the support portal to submit a case offers an at-a-glance overview of the support portal fields and brief descriptions on a field's range of inputs. Published 2022.
Support Portal (SalesForce) User Guide
Introduction on the Support Portal (SalesForce) and guidance for using the new interface that went live on November 8, 2021.
ExLibris Support Escalation Policy
This policy is intended for customers who may have an issue with an outstanding support case, and need to escalate the urgency of that case.
1. Add a comment to the case (via the Support Portal), asking the assigned owner to escalate the issue.
In the event that you need to escalate an issue to senior Support representatives, please follow the steps below:
2. Escalate to the customer support manager responsible for the product affiliated with the incident, according to the list that is on this webpage.